Company Details

Ploom is fantastic, been using the device and Evo sticks for ages now and love them. Speedy delivery, great customer attention, offers regularly, I have never wanted another cigar since I started using these. Just fantastic.

Close to the real thing. Ergonomic design, good price. Variety of flavours. Very good price.

Quality Very pleasant experience Thank you

I just tried the Ploom 1 week ago. I can tell honestly my experiences are so good so far. Laszlo

Very helpful

Difficulty in purchasing the heated tobacco cigarettes from local shops

Nice taste off heated sticks

I have tried EVO tobacco sticks and throughly enjoy them. My friend gave me a unique code to buy my own device which I tried to do and that’s when the problems started. The code does not work on the website and says invalid code. I contacted the helpline and was told that I had used the code, I explained that I had not placed any order as the code didn’t work. They gave me an alternative code which would give me money off my first order and guess what the code didn’t work “invalid code” contacted them again and they gave me another code to give me money off and offered me a goodwill gesture. Guess what!! “Invalid code again”!!! Spoke to the helpline again and all I get told is the code is valid. I’m not disputing that I am disputing that the website does not recognise any of the codes you put into it. I have been told that they will pass this over to the relevant department and 4 days later I’m still waiting. I have tried emailing them via their contact page and now just get ignored. Not good customer service considering I am a new customer who just wants to purchase their device. At this rate I may stick with IQOS. At least their website does what it says and you’re not fobbed off with empty promises. Please sort this out PLOOM as you may loose me as a potential customer and my partner as a regular customer

Absolute crap with a horrible taste, total waste of money

I would like to say the people that were promoting the ploom device were very professional every question I asked they knew the answer I have smoked normal cigarettes for forty seven years have tried many things to give up it finally looks like I have found something that really works for me in using this device I haven't now had a proper cigarette for over a month now

Very disappointed. Promised at the point of sale £10 back, could not get it back. You can’t open an account unless you give them your passport number. That is collecting too much information in my book. If you follow instructions the product will burn your lips every time you start new stick. Very poor customer service.

I love the Evo sticks very smooth and easy to use, much more better than competitors products

When I bought the Ploom package I was told once I register, set my account up o would get a £10 voucher. Checked emails, ploom account etc and nothing. It's not about the money, it's the false promises from the stand at the Britsh Motor Show in Farnborough. Other that product is similar to IQOS but with better flavours.

Had a problem with my ploom x device not charging, ended up having to send it back to get it replaced. The same thing happened again, problem with not charging. I had to send this device back and got it changed to the new blue enhanced device. So far so good. But can I please ask what you have done to the bronze evo sticks they have a horrible taste to them now, it says enhanced flavour, please put them back to the original as they were much nicer the new ones leave a horrible tast in your mouth.

Great website and product

I loaded app registered my device l did register my device l didn't get my 10 pound voucher emailed to tell you all this l got a sorry but nothing was said about voucher and then was told to register device not looking good is.it

Excellent service, came the next day, this is the only device that I have been able to stop smoking with, highly recommended

Hi there Device was delivered quickly and all was good I ordered with the amber and the bronze evo sticks Unfortunately was awful smell while using and taste in my mouth for ages Also the tip gets far to hot and hard to get a puff With decent sticks and no smell I would of carried on using as device itself is ok and also cheaper shame But just can’t bring myself to smell the awful aroma coming off it So back to my iqos I bought And Heets

Customer service is Rubbish and the unit sold to me at a service station (Reading East) was totally miss sold - brought a unit and 4 packets - the unit hardly gets warm and the taste is so horrible it’s unbelievable. Contacted customer service and they told me as not brought online / and it’s unsealed that no refund ????? What a Con Added Note : after the response below - how does one do what you requested as you can’t reply and I would give out personal details on open net? Plus you are one of the customer advisers whom gave me the brush off with a similar response then closed down my question / complaint : so please don’t try to make it look like you actually want to resolve to the public (you don’t)

Hopeless Customer Service I ordered some EVO Sticks online (order no 37495) on Wednesday 23rd August. As per their website, they advertise next day delivery. As I placed my order on Wednesday night, I was expecting to receive my order on Friday. Friday afternoon I called up Ploom to get an update on the status of my order. They advised me that hopefully my order would be received on Saturday. Called up again today (Tuesday 29th), and was advised that my order still had not been dispatched. I was given the option to wait 14 days, and if my order had still not arrived, that they would refund me my money and I would receive my EVO sticks for free. I queried why I should have to wait 14 days when they advertise next day delivery. I’ve asked for a full refund now….who knows how long that will take. No doubt, I’ll need to contact my credit card company to cancel the transaction. Looks like I’m heading back to Heets….although more expensive, at least they deliver consistently as promised. If Ploom are trying to build up a loyal customer base, I suggest they need to look at their logistics!!!